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Customer Support
VSP Vision Care. Ensure accurate, timely, and efficient customer support with general supervision .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service with a focus on resolving complex inquiries and maintaining high standards of support. Proficient in utilizing multiple software programs and effective communication to educate customers on products and services.
Highest-signal resume keywords
Customer Service ExperienceProblem-Solving SkillsEffective Verbal CommunicationMS Office ProficiencyInternet Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Claims ProcessingQuality Assurance TestingDocumentation AccuracyE-Commerce KnowledgePayment ProcessingEligibility VerificationOrder/Shipping StatusStock AvailabilityNegotiation SkillsDecision-Making Skills
Soft Skills
Interpersonal SkillsRapport-Building SkillsListening SkillsDiscretion and JudgmentAbility to Work in Fast-Paced Environment
Tools & Technologies
Windows 10MS Office PackageWired HeadsetRouter/Modem ConnectionHome-Network Speed Requirements
Industry Keywords
Call CenterInsuranceTelecommunicationsRetailEyewear
About the role
Key responsibilities & impact- Ensure accurate, timely, and efficient customer support with general supervision
- Respond to routine to complex inquiries from members, clients, providers, and internal/external business partners
- Handle inquiries by telephone, in person, and via the internet/e-mail
- Apply in-depth knowledge of prescriptions, plans, products, services, procedures, e-commerce, internet usage, payment processing, eligibility verification, order/shipping status, and stock availability as applicable to the line of business
- Complete documentation, letters, and forms accurately
- Perform quality assurance testing for company software
- Research and resolve issues and complaints and determine appropriate resolutions
- Solve non-standard customer issues
- Educate and influence customers and prospective customers on the value and benefits of company products, services, and solutions
- Identify customer trends and communicate them to business partners, leaders, and divisions
- Suggest corrections, changes, or solutions and escalate organization-wide issues appropriately
- Maintain line-of-business customer service and support-level standards
- Stay current on customer service policies, procedures, and product/service/solution information
- Attend benefit fairs, open enrollment meetings, and client meetings as applicable, with occasional overnight travel
- Support Sales Representatives with customer-order inquiries as applicable
- Serve as first point of contact for Sales Representatives as applicable
- Process claims as needed based on business needs and workflow fluctuations
Requirements
What you’ll need- One to two years of customer service experience handling moderate to complex customer inquiries
- Experience in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries
- Available to work any shift, including weekends, holidays, and/or overnight
- Demonstrated internet knowledge and understanding of basic internet browser settings
- Ability to work with multiple software programs simultaneously
- Working knowledge of MS Office package
- Effective verbal communication skills
- Effective written communication skills
- Excellent interpersonal and rapport-building skills
- Ability to ask appropriate and relevant questions to identify customer needs
- Proven problem-solving, negotiation, and decision-making skills
- Ability to use discretion and judgment in applying customer/call handling guidelines
- Ability to listen, process transactions, and interact with customers simultaneously in a fast-paced environment
- Windows 10
- Intel Core i5-7500 CPU or equivalent provided equipment
- 16GB DDR4 memory
- 256GB solid state hard drive
- Wired headset
- Wired connection to router/modem
- Home-network download speed of 50 Mbps
- Home-network upload speed of 10 Mbps
- Loaded latency below 150 ms
- If the position acts as a third-party administrator for processing payments, candidates will be subject to a credit check
- For remote or hybrid roles, must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings
Benefits
Comp & perks- OS (Provided)
- CPU (Provided)
- Memory (Provided)
- Hard Drive (Provided)
- Wired Headset (Provided)
- Wired connection cable provided
- Remote work arrangement
- Eligible bonuses and commissions may be included in the compensation package